GEM Award Program | Aspect

GEM Award Program

Aspect and ASUGA want to recognize and reward individuals using an Aspect solution to deliver experiences that go the extra mile (GEM). Exceptional customer experiences come from both your front-line agents and from your back-office team members.

Has someone on your team taken a good customer experience and made it into a great one? Gone the extra mile to resolve an issue, innovate a process, or help a co-worker while using an Aspect solution?

Take 5-minutes to nominate them for a GEM Award.

Every day brings new opportunities for each employee to work together as a team, to help one another to better serve the customers.

That’s why the GEM Program was created, to award employees using Aspect solutions who go the extra mile to delight customers. It gives you the opportunity to recognize your colleagues by sharing the story of their creativity, dedication, and willingness to go the extra mile.

Ready to nominate some GEMs you work with?

GEM Award Program Terms and Conditions.

What is the GEM Program?
How do I nominate someone for the GEM award?
Who can submit nominations for the GEM award?
Who can earn the GEM award?
How frequently will the GEM award recipients be announced?
How will the GEM award recipients be recognized and what do they win?

Congratulations to our GEM of the Month winners! 

Each winner has been selected by the ASUGA Board after reviewing the nominations received.  GEM of the Months winners are eligible for the Grand Prize Award.

Meredith: GEM Award Winner, July 2018

Name: Meredith Erickson 

Company: Valley Medical

Title: Technical Product Trainer Developer II

GEM of the Month: July 2018

Meredith is the Aspect trainer at Valley Medical Center. She is responsible for creating and delivering training material to all of our new and current Aspect users at the hospital. Meredith is a great advocate for our staff and our patients when we are working on new build or deploying changes. She is always willing to put time aside to meet with our users to help them learn something new or work on things they may be struggling with. Meredith is a vital member of our Aspect team and we would not be successful without her. Meredith is responsible for training agents and supervisors on UIP, UAD, AQM, RTR, and Patient Connect. All of these products are vital pieces of the puzzle to create the best experience possible for our patients.

Meredith's humor and bubbly personality make coming into work not as bad as it could be. I am so grateful that she is a member of my team and that I get to work with her on the Aspect program. She absolutely deserves recognition for all of her hard work.


Andy Johnston: GEM Award Winner, Jan2018

Name: de Wuan Roberson

Company: Banner Health

Title: Resource Optimization Center | Consumer Experience Center

GEM of the Month: June 2018

de Wuan is always the first person to volunteer to take on any projects that involve the Aspect products. He creates an easy to follow process and procedures for the team to utilize. As our go-to person, with bounds of information on the Aspect WFM, whenever anyone needs help setting up, configuring or modifying anything within our WFM system it’s de Wuan! de Wuan should be a recognized as an Aspect GEM, for how well he represents the Aspect name & products! You couldn't get a better Ambassador for delivering and spreading the word of how well the Aspect products work and what a huge impact it has on a company’s call center. de Wuan is also a vital member of the configuration of the WFM Tool for our department; one of the most useful examples is how he sets up our Group Allowance piece within WFM. Setting this up combined with deploying the WFO program to our enterprise has been a way for our agents to plan their vacation time for the whole year! It’s made such a significant impact within our organization! I can apparently go on about what an outstanding job de Wuan does for us with everything Aspect! #gemwinner


Andy Johnston: GEM Award Winner, Jan2018

Name: Richard Sandoval

Company: City of Mesa - Information Technology Department

Title: Senior UC Engineer

GEM of the Month: May 2018

Richard is always thinking outside the box. He is outstanding at finding solutions for us when we need something new or modified. He is always willing to discuss options and provide solutions when we need them. He is always willing to assist my staff when something goes awry. When he comes across something that he believes will help us out or provide better customer service, he brings it to our attention. Richard contributes to the success of his organization by constantly searching for and identifying a different way of doing things. Just because something isn’t broken doesn’t mean it can’t be improved!


Jim Wilson: GEM Award Winner, March 2018

Name: Jim Wilson

Company: Best Buy

Title: Planner Sr, ECC Forecaster

Award Month: March 2018

Jim has been paramount in spreading his knowledge of everything Aspect. When he's not busy spreading his wealth of experience, he's continuously helping his peers true-up their forecasting. I wouldn't be the man and or forecaster that I am now, without the guidance from Jim. Jim identified a specific process that was a “time suck” and proactively provided a way to improve efficiency with automated reporting, allowing WFM users to utilize their time more effectively.

Jim commented that the best part of his role besides all the great people that he gets to work with at Best Buy is the chance to learn and teach something new every day. He defines excellent customer service is all about understanding where the other person is coming from. Whenever I offer a solution, I always remind myself “that the other party may not have the same level of experience or understanding when it comes to the contact center management space as you do. Make sure you present solutions in a way that is relevant to them and that is straight forward and easy to understand.” My Dad always told me anyone can do the bare minimum, surprise your customer by giving them more than he or she asks from you.”


Ross Cloud: GEM Award Winner, Feb2018

Name: Ross Cloud

Company: Southwest Airlines

Title: Systems Development Analyst

Award Month: February 2018

Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise.

Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.


Andy Johnston: GEM Award Winner, Jan2018

Name: Andy Johnston

Company: Arvest Bank

Title: Contact Systems Support Analyst

GEM of the Month: January 2018

Andy is Arvest's main programmer to design the front end of contract centers.  There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.

Configuring the contact center front-end script, lowered calls to live reps by 15%. Customers are now able to self-service for simple inquiries such as account balances, recent transactions, and reporting card is stolen, etc. #AspectACE18